Designing an Electronic Consultation Website to Support for Customer Complaints A Model Suggested to the International Smart Card Company/ Erbil Branch | ||
| journal of kirkuk University For Administrative and Economic Sciences | ||
| Volume 8, Issue 3, August 2018, Pages 197-222 PDF (1.55 M) | ||
| Authors | ||
| Suhair A. Dawod; Thamer Lazem Mohammed | ||
| University of Kirkuk Journal For Administrative and Economic Science | ||
| Abstract | ||
| This study seeks to establish the role of electronic consultation to solve customers' complaints through designing a website to apply such service on international smart card Qicard/ Erbil branch. The aim of this study is to guide researchers who are interested in the field of E-Consultation to observe the importance of websites and approaching solutions for customers' complaints on theoretical and practical levels. It is vital to preserve customers' privacy and provide suitable environment to connect specialized sectors with each other to extract benefits from consultation expertise, also, to develop the website and summing up the difficulties and future challenges with appropriate solutions. Along with scientific and technological progress, there are accompanied programs and activities to provide direct consultation and delivering customers' complaints to specialized advisors in order to identify the problems and finding solutions to general public. The study proposes designing a website for electronic consultation to support customer complaints solution and consequently satisfying the costumers. A number of scientific research tools were used in the practical aspect of the study to reach the required results, including the field experience from inside the company and interviews with the aim of seeing the actual reality close.The practical level adopts ASP.NET software to design website windows and Microsoft SQL Server to design database system due to its high degree of sophistication with high programming properties. Such software is easy to learn with high potentials to develop work environments within windows environment and web browsers so easily. The study results in a number of conclusions, such as:The company under study possesses well information technology and communication infrastructure including communication networks yet it lacks E-consultation website. E-consultation system is a newly born system which came as a result of huge development of information technology and its management. The proposed system provides the possibility of instant access to stored data in system knowledge database to retrieve any file or information in nearly no time. | ||
| Keywords | ||
| Electronic consultation; electronic complaints; customers' relationship management; customer satisfaction | ||
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